ComplaintsforRitchie Implement, Inc.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ritchie implement has not completed a job that was brought to them late august early september after multiple times calling and getting the run around for close to 4 months going on 5 i finally told them im done park my machine outside and im not paying u for a job uncomplete, got told its not leaving till your $6000 bill for labor is payed... i shouldnt have to pay for a job thats uncomplete

  Business response

  01/10/2024

  ****************** brought his Bobcat T870 Track Loader to our dealership for diagnostic repair.  The repair order was opened on 9/20/2023.  Complaint from the customer was the machine drive would stall when operating. Customer was told that this repair will be fit in between our technicians working on harvest equipment in the fall season.  This machine was not purchased at Ritchie Implement.  It is Ritchie Implement policy that customers who purchase equipment through our dealership receive priority in the repair process.  Customer was ok with this.  We worked on this machine on the following dates:
  9/25/23
  9/26/23
  9/27/23
  9/28/23
  9/30/23
  10/2/23
  12/8/23
  12/12/23
  
  Throughout the troubleshooting process, ************** was working with Bobcat technical support and performing system tests as requested by Bobcat.  After doing all the troubleshooting, it was determined by the technician and Bobcat technical support that the drive system would need to be replaced. 
  
  On 12/13/23 ****************** was called and given explanation of what is going on with his machine.  At this time it was discussed that he would need a new hydraulic drive system.  Total cost to the customer for troubleshooting the issue was $5,888.60 plus tax.  The total repair costs were not discussed at this time. The service and parts team wanted to gather all the proper parts required for the repair before quoting the full repair.
  
  On 12/16/23 ****************** sent one of our employees a threatening text message.Message reads as follows -  Last chance to release machine, at zero cost  attorney has been contacted they feel i have a lost wages lawsuit, when this goes to court how many others Will come out of the woodwork, and cost ritchies millions  Eat $6000 or $250,000+ in lost wages getting all my s*** together this week to take to the laywer on friday  PS i already have 2 other people this has been done 2 to join me
  
  Also,on 12/16/23 ****************** posted a similar response onto our Ritchie Implement ******** page.
  
  
  Customer was called and quoted three options for repair on 12/18/23.  A quote was emailed to the customer on this date.  Customer told us on 12/19/23 that he was going to round up some money and let us know how he would like to proceed.
  
  Ritchie Implement reached out to ****************** the first week of January and left him a message to call us back in regards to the repair.  No return call was made back to Ritchie Implement.
  
  Ritchie Implement again reached out to ****************** on 1/9/24 and left him a message asking how he would like to proceed.  We have not received any contact back from *******************
  
  At this time the final repair outcome is in the hands of *******************  He has all the options it will take for him to get his machine back.  Ritchie Implement is waiting for his call back.
  
  Please let us know if you have any further questions.

  Customer response

  01/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  Some of what they said is true, but most is ********, they did not say they would fit it in between equipment, they did not put in there they were called multiple times with no amswers on anything, they left out that after multiple months of phone calls and threatening lawsuits, that i finally got ****** and said park the f***** outside im not f****** paying u and im coming to get it exact words and said if anyone has a issue with it have them call me, when i got phone call finally i got told i had a **** bill for a macine that wasnt fixed or results found yet... yes i did send that threat about lawsuit yet again with info that i have contacted a lawyer and i do have other people who have done business with ritchies with similar issues willing to back me, and after the threat was sent on saturday at around noon i got a response monday around 9 telling me what they thinks wrong with my machine and still cant gurentee there ****** in parts they want to throw at machine will fix the issue... 

  Regards,
  
  ***********************

  Business response

  01/18/2024

  It was made very clear that Mr.******** ******* would not hold priority in our service department during the harvest season.  This was discussed by the service manager and the technician with *******************  In order to try and help the situation out, when the ******* was going to be brought in to our dealership, Ritchie Implement gave ****************** a trade price on a different ******* so he had an option to keep going if he wanted to pursue trading.
  
  Ritchie Implement contacted ***************** on 1/17/24.  ****************** answered the phone and nothing was brought up about not paying this bill.  ***************** responded on 1/17/24 that he was trying to line up funding to fix it right. 
  
  In regards to Mr. ******** comments about calling multiple times with no answers on anything.  As stated earlier, we worked on this ******* on the following dates.  All of these dates were for troubleshooting, not repairing. When ***************** was calling in, the ******* was not fully diagnosed, so there were no answers available.
  Dates ******* diagnostics were performed:
  9/25/23
  9/26/23
  9/27/23
  9/28/23
  9/30/23
  10/2/23
  12/8/23
  12/12/23
  As it shows, there was a gap in working on this ******* due to fall harvest and working on Ritchie Implement customer *******s. Our harvest season wrapped up at the beginning of December.  Ritchie Implement started working on Mr.******** ******* again on 12/8/23 to finalize the troubleshooting process.  On 12/12/23 it was determined with Bobcat technical support and ************** that the whole hydrostatic drive system should be replaced.  Ritchie Implement called ****************** on 12/13/23 to inform him of these findings.  We did not have a finalized quote for all the proper parts needed for the repair on this date.  On 12/18/23 Ritchie Implement called and quoted three options for the repair on Mr. ******** *******.  The quote was emailed to the customer on this date.
  
  ********************** has performed thorough troubleshooting on this ******* to try and find the issue.  This is one of those instances where the issue is not clear and takes time to eliminate all variables. 
  
  We have performed over 13 repairs to this ******* prior to this repair.  All of those repairs were under Bobcat warranty and ****************** had no problems continually bringing his ******* to Ritchie Implement instead of where he originally purchased the unit.  This is the first repair that is not covered under warranty and will require ****************** to pay for it.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 1, 2022, we entered an agreement with Ritchie's, **** for the purchase of one Kubota RTV-X1140. A copy of the agreement is enclosed. Expected delivery date was ******* of 2023. As of May 3, 2023, we called to inquire when our unit would be delivered, and we were told they didn't know. We placed a phone call to ***** Ritchie requesting refund of our holding fee/downpayment and he never returned our phone calls. On May 30, 2023, after receiving our letter of intent ***** said our downpayment was nonrefundable. At that time, we informed him that any additional correspondence needed to be in writing and emailed to us. We never received an email.

  Business response

  07/10/2023

  Agreement Entered Oct 1 for Pre-Order of RTV-X1140 with Holding Fee which doubled as a Down Payment when unit was to come in.  

  October 2022 - Order was placed for Special Order parts to be installed at arrival.

  January 2023 - Camo model was delivered to the dealership.  Unit was offered to ***** on Jan 20th 2023.  ***** elected to wait for Orange Model.

  May 2023 - Received phone call requesting refund (was told a tractor was purchased from another dealer and a refund was requested) Inquired with ****** on ETA of unit.

  June 2023 - Received notice from ***** on lawsuit intent.  Called ***** and offered options of using the holding fee against special ordered parts.  Received notification from Kubota on October Build date of Orange model, emailed ***********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩